Customer Connections Associate

Job summary

The associate provides day-to-day support for the end-to-end intake process of customer-initiated connections projects, including technical triage and project close-out. They also collaborate with internal stakeholders to resolve customer disputes and analyze data to support management decision-making.

Job details

Expected Salary Range: $80487 - $100609 Annually Target Variable Performance Pay: 8% The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification. Reporting to the Manager of Customer Connections, the Customer Connections Associate is responsible for the day-to-day support of systems, processes and activities that drive the centralized intake for all customer-initiated connections projects. The incumbent will participate in departmental or divisional projects to enhance the customer experience for customer-initiated connections projects from intake to closure. The associate will work with internal stakeholders to build and foster relationships to proactively and reactively support and improve the customer connections customer experience. This posting is for an existing vacancy. KEY RESPONSIBILITIES: Provide day-to-day support to customers for end-to-end intake process from technical triage, pre-design estimation processes, project distribution to various design stakeholders and project close – out Through a “one – window” approach, prepare initiation protocols such as customer intake package, assesses technical requirements for assigned individual customer projects. Prepare pre-design package for design estimation and summarize professionally formatted documents and reports that maintain timely and quality data for customer account management. Track, record and monitor customer connections requests, trends and performance within Customer Relationship Management (CRM) and other systems to maintain common database on customer connections records. Works collaboratively with internal organizational stakeholders across the company to confirm customer disputes related to connections are resolved, investigated and/or acted upon in a timely and effective manner. Consolidate data to support analysis and insight into customer behaviors to support management decision making, customer connections process changes and enhancements. Participate and support departmental projects and initiatives focused on improvements to customer connections management processes, procedures or guidelines. Acts as a member of the customer connections team to support the ongoing delivery of corporate and team objectives. REQUIREMENTS: University degree (Bachelor of Technology with a concentration on Energy Systems, Engineering, Electrical Engineering preferred) or Electrical/Electromechanical Technologist diploma Three (2) to five (5) years of relevant professional experience. Combination of education and experience may be considered. Program management experience is an asset Good technical understanding of electrical power distribution and operations is preferred Excellent verbal/written communication skills, strong presentation skills is required Excellent teamwork skills, ability to manage inter-departmental tasks is required, and customer service management skills is preferred Fully proficient in use of MS Office Suite incl. data management, reporting, Microsoft Dynamic, CRM, SAP, and Billing systems TOTAL REWARDS To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes: 100% employer paid Health & Dental benefits 24/7 access to Employee & Family Assistance Program and Virtual Healthcare Company-paid life insurance and long term disability Spending account to support fitness goals (e.g. gym memberships) Competitive paid time off (including vacation and parental leave) Defined Benefits Pension Plan through OMERS Career development and tuition reimbursement Exciting employee engagement and appreciation events throughout the year This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office. Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency. ACCESSIBILITY AND APPLICATION SUPPORT Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.

What you’ll do

The associate provides day-to-day support for the end-to-end intake process of customer-initiated connections projects, including technical triage and project close-out. They also collaborate with internal stakeholders to resolve customer disputes and analyze data to support management decision-making.

Requirements

Candidates must hold a university degree in Engineering or Technology, or an Electrical/Electromechanical Technologist diploma. A minimum of two to five years of relevant professional experience is required, along with strong technical understanding of electrical power distribution.

Benefits

• Health benefits
• Dental benefits
• Employee & Family Assistance Program
• Virtual healthcare
• Life insurance
• Long term disability
• Fitness spending account
• Paid time off
• Parental leave
• Defined benefits pension plan
• Tuition reimbursement

Listed skills

• SAP · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• Reporting · Preferred
• Communication Skills · Preferred
• Project management · Preferred
• Relationship Building · Preferred
• data management · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Technical triage
• Project management
• Data management
• Reporting
• CRM
• SAP
• Billing systems
• Electrical power distribution
• Communication skills
• Presentation skills
• Teamwork
• Relationship building
• Analytical skills
• MS Office Suite
• Virtual Health
• Customer Service Management
• Energy Systems
• Time Off Management
• Power Distribution
• Technical Requirements
• Microsoft Access
• Account Management
• Artificial Intelligence
• Technical Support
• Electrical Engineering
• Billing Systems
• Customer Relationship Management
• Management
• Decision Making
• Customer Service
• Communication
• Data Management
• Electric Power Distribution
• Employee Engagement
• Microsoft Office
• Operations
• Presentations
• Program Management
• SAP Applications
• Triage
• Project Closure

Job areas

• Customer Service & Support
• Engineering
• Energy
• Administrative
• Connections Associate
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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